Microsoft Cloud & Infrastructure Support Engineer

Job Description – Microsoft Cloud & Infrastructure Support Engineer

(On-Prem | Microsoft 365 | Azure | ITSM | Security & Compliance)

Experience: 4–6 Years

Employment Type: Full-Time

Location: As per requirement

Work Schedule: US Business Hours 5:30 PM – 2:30 AM IST

Role Summary

We are seeking a Microsoft Cloud & Infrastructure Support Engineer with strong hands-on experience in Microsoft 365, Entra ID (Azure AD), Intune, Azure infrastructure, and on-premise environments, combined with excellent communication skills and a support-first mindset.

This role is L2-focused, operating in an SLA-driven environment, handling escalations from L1, resolving complex user and infrastructure issues, coordinating with L3 teams, and ensuring operational stability, security, and compliance.

Work Schedule & Coverage

• Primary support window: 5:30 PM – 2:30 AM IST
  
• Workdays: India workdays aligned to US business hours
  
• Weekend / holiday coverage: Rotational, based on incident severity

Role Scope

Responsibilities

• Advanced troubleshooting and resolution of escalated incidents
  
• Microsoft 365 administration & support
  
• Identity, access, and endpoint management
  
• Approved change execution
  
• User communication and incident ownership
  
• Documentation, SOPs, and reporting
  
• Administer and support Windows & Linux servers
  
• Manage Active Directory, DNS, DHCP, Group Policies
  
• File servers, permissions, and access controls
  
• Patch management, monitoring, and capacity checks
  
• Virtualization support (VMware / Hyper-V)
  
• Backup and recovery operations (Veeam / Azure Backup)
  
• Troubleshoot OS, application, and infrastructure issues

Microsoft 365 & Endpoint Administration

• Administer and support:
  • Exchange Online
    
  • SharePoint Online
    
  • OneDrive for Business
    
  • Microsoft Teams
    
• Manage Entra ID (Azure AD) users, groups, roles, RBAC
  
• Handle Joiner–Mover–Leaver (JML) processes
  
• Configure and support:
  • MFA
    
  • Conditional Access
    
  • Security & compliance policies
    
• Intune / MDM support:
  • Device enrollment
    
  • Compliance policies
    
  • Endpoint troubleshooting
    
• Mail flow, retention, and compliance policies

Cloud Infrastructure Support (Azure-Focused)

• Support and manage Azure infrastructure (primary)
  
• Hands-on with:
  • Virtual Machines
    
  • Storage accounts
    
  • VNets, NSGs, VPNs
    
  • Load balancers
    
Support on-prem
• cloud migrations (execution & support)
  
• Monitor performance, availability, and costs
  
• Execute approved infrastructure changes
  
• Exposure to ARM / Bicep / Terraform (support & execution level)

Security, Compliance & ISMS Support

• Implement and maintain infrastructure security best practices
  
• Support ISO 27001 / ISMS controls and audits
  
• Maintain ISMS artefacts:
  • Asset registers
    
  • Access control records
    
  • Risk treatment evidence
    
• Assist in internal & external audits
  
• Collect audit evidence and support remediation
  
• Support vulnerability remediation activities
  
• Follow secure configuration baselines

ITSM & ITIL-Aligned Operations

• Work strictly within ITIL best practices
  
• Handle:
  • Incident Management
    
  • Service Requests
    
  • Problem Management
    
  • Change Management
    
• Use ITSM tools such as:
  • AutoTask (preferred)
    
  • ServiceNow / Jira / Zendesk / Freshservice
    
• Maintain:
  • SLAs
    
  • SOPs
    
  • Runbooks
    
  • Knowledge base articles
    
• Participate in root cause analysis and service improvement initiatives

Communication, Support & Escalation

• Act as primary L2 contact for escalated tickets
  
• Communicate with end users via:
  • Ticketing system
    
  • Microsoft Teams
    
  • Email
    
  • Phone calls (VoIP provided)
    
• Provide timely and professional updates aligned with SLAs
  
• Participate in client calls for incident triage and resolution
  
• Escalate issues to L3 using defined escalation matrix
  
• Support P2/P3 incidents independently; assist with P1 incidents

Reporting & Documentation

• Prepare:
  • Weekly ticket summaries
    
  • SLA compliance reports
    
  • Incident & problem reports
    
• Maintain technical documentation and architecture diagrams
  
• Update SOPs and runbooks as services evolve
  
• Support audit and compliance reporting requirements

Required Skills & Experience

• 
  4–6 years in Infrastructure / Cloud / Support roles
  
• Strong experience with:
  • Windows Server & Active Directory
    
  • Microsoft 365 administration
    
  • Entra ID & Intune
    
  • Azure infrastructure (support level)
    
• Experience with virtualization (VMware / Hyper-V)
  
• Backup & DR tools (Veeam, Azure Backup)
  
• ITSM tools and ITIL workflows
  
• Exposure to ISO 27001 / ISMS environments
  
• Scripting basics (PowerShell / Bash)
  
• Excellent verbal and written communication skills

Preferred Certifications

• ITIL Foundation or higher
  
• Microsoft:
  • AZ-104
    
  • MS-102
    
• ISO 27001 (Internal Auditor / Lead Implementer – preferred)
  
• VMware or Cloud Networking certifications

Soft Skills

• Strong customer communication and ownership mindset
  
• Ability to work in SLA-driven, client-facing environments
  
• Structured troubleshooting and analytical thinking
  
• Excellent documentation discipline
  
• Calm and professional during high-pressure incidents
  
• Proactive, security-focused approach